Lean sigma methods and tools for service organizations : the story of a cruise line transformation

The Resource Lean sigma methods and tools for service organizations : the story of a cruise line transformation

Label

Lean sigma methods and tools for service organizations : the story of a cruise line transformation

Title remainder

the story of a cruise line transformation

Statement of responsibility

Jaideep Motwani, Rob Ptacek, and Richard Fleming

Title variation

Story of a cruise line transformation

Language

eng

Summary

Every business aspires to be competitive and profitable in their markets. To do this, an organization needs to offer customers value propositions, whether it is manifest in the product they produce or in the service they provide. This in turn will create customer loyalty and growth. There are a number of organizational philosophies and strategies used by businesses to help accomplish this goal, among which are the concepts of Six-Sigma and Lean. Both are widely recognized and implemented, and both have been successful in improving value propositions of a variety of organizations, mostly in manufacturing concerns. Lean Sigma Methods and Tools for Service Organizations proposes to integrate the best practices from each of these philosophies and apply them to a customer-focused organization--a cruise ship--whose overriding mission is to deliver superior service to its customers. The authors demonstrate in this book how key components of both Six-Sigma and Lean, such as identifying and removing defects, elimination of waste, metrics, speed of delivery, and the seamless integration of these concepts and practices throughout the operation, serve to enhance the kind of value propositions that customers recognize and which allows the organization to be successful

Additional physical form

Also available in print

Cataloging source

MiAaPQ

Index

index present

Literary form

non fiction

Nature of contents

dictionaries
abstracts summaries
bibliography

Series statement

Service systems and innovations in business and society collection

Target audience

specialized

Context

Context of Lean sigma methods and tools for service organizations : the story of a cruise line transformation

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